Smokace Casino - Player's winnings and account has been blocked.

Hola, me registré y pasé kyc hace aproximadamente un mes, jugó de acuerdo con todas las reglas, no utilizó bonos. Recientemente perdí una gran cantidad, luego gané y al retirar mi cuenta fue bloqueada y se negó a retirar.

Ellos escribieron en una carta que mi cuenta esta bloqueada debido a fraude, yo jugue limpio y perdi un total de cerca de 600,000 pesos ahi, pedi retirar mi deposito solicitado para retiro, pero me lo niegan. Por favor ayuda con el retiro de mi dinero.

Dear matias077,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino in the past?

What types of games did you play?

When was the last time you spoke with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

He realizado retiradas con éxito varias veces.

He jugado algunas ranuras, tales como legiones de "marching legions". Últimamente he estado jugando blackjack en línea.

La última vez que recibí una carta de ellos que he roto las reglas de lavado de dinero y no me devuelven mi dinero que puse en la retirada.

Could you please advise which payment method did you choose for requesting the most recent withdrawal?

Al jugar en el casino elegí el mismo método de retirada, usdt. Aparte de la retirada en cripto, no hay métodos de retirada en el casino.

Please forward any relevant communication between you and the casino regarding your account closure to veronika.l@casino.guru. Alternatively, you may post the screenshot here. Thank you.

Thank you very much, matias077, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello matias077,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Smokace Casino to join the conversation.

Dear Smokace Casino,

Please forward me the evidence of the supposed money laundering and irregular play of the player to michal.k@casino.guru

Dear Michal,

We have reviewed in detail the complaint of player PLAYER1049301(smokace077@gmail.com) .

Here are the details of the player's account

1) The player deposited his account twice from a prepaid card and once from USDT wallet.

On 2023-06-27, the player made a withdrawal request for 180000ARS.

On 2023-06-27, additional verification was initiated on player's account based on suspicious activity in the player's account.

The additional verification was initiated in accordance with the paragraph of the rule:

2.4.1 The Finance Department may delay processing a withdrawal request due to additional verification.

Risk Department 2023-06-28 having studied the entire betting history of the player PLAYER1049301, it was found out the following:

According to our casino regulations, a customer must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player were wagered in the games Lightning Blackjack/Blackjack with a maximum bet refund. (Actions were performed intentionally to make the deposit turnover x3 according to the rules), with the difference in bets and losses or winnings did not exceed 10-15% of the client's balance, and more than 90% of the total amount of client bets were made in this way.

2) The player made a deposit with a prepaid card and requested a withdrawal to the wallet USDT.

We have every reason to assert a violation of AML policy, which grossly violates the regulations of the project.

On the basis of these data, the Risk Department of the casino decided that the player purposefully carried out all actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions which are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

On 2023-06-28 player account PLAYER1049301 was closed without right of opening and balance was canceled due to violation of our casino rules according to the paragraph of the rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities or breaching of the Terms of Use, which has damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-06-28 A email with detailed information about the reason of account closing was sent to the player on his e-mail smokace077@gmail.com.

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and do not hide from anyone.

Best regards.

Smokace Casino Risk Department.

En primer lugar, por favor, no tenga en cuenta el último depósito y considere los depósitos realizados antes de eso, yo no jugué así todo el tiempo, perdí muchas veces.

En segundo lugar, usted no tiene ninguna posibilidad de retirar a una tarjeta, si existe tal posibilidad, estoy dispuesto a retirar a la misma cuenta desde la que se hizo el depósito.

En tercer lugar, el depósito a través de USDT fue sólo porque usted no tiene ninguna posibilidad de retirar sin depositar de esta manera.

No podría haber hecho otra cosa. ¿Por qué me has bloqueado?

Y también solicité dos retiradas, 180.000 y 150.000.

He financiado mi cuenta de casino más de 10 veces, no 2 veces como usted escribió

Thank you for your response, Smokace Casino team.

I have requested more information to better understand the whole situation.

Dear matias077,

I have been in contact with the Smokace Casino team and we have received some evidence from them. However, at this time, we remain unconvinced that the actions taken by the casino were justified. I have requested further information from the Smokace Casino team in order to gain a comprehensive understanding of the entire situation and hopefully find an appropriate resolution.

Dear matias077,

Just to give you a quick update. I'm in contact with the casino representative and we are discussing your case. I am awaiting further evidence from the casino.

As you mentioned "I have funded my casino account more than 10 times, not 2 times like you wrote" Can you please send me any proof of this (michal.k@casino.guru)? Have you funded your account only via Astropay?

Hola, os he contestado por email, he estado jugando en el casino bastante tiempo sin problemas, pero una vez que gané tuve un problema, perdí más en el casino de lo que gané y solo pido que me devuelvan el dinero como sea posible.

Ya que creo que no he infringido nada ni he intentado hacer trampas.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear matias077,

We wanted to provide you with a brief update on your case. At the moment, we are still in active discussions with the casino representative to carefully consider your situation and explore potential solutions. Rest assured, we are working diligently to find the most suitable resolution for you. We will keep you informed of any further progress. Thank you for your patience.

Dear matias077,

We have reviewed the information on your complaint in detail.

While reviewing your withdrawal request, the Risk Department found a violation of the rule point: 

11. - The Casino reserves the right to monitor all transactions in order to prevent money laundering. In addition, the Casino reserves the right, with particular attention and to the extent possible, to study the background and purpose of any complex or large transactions, as well as any transactions that, by their nature, are particularly likely to be related to money laundering.

- Betting activity will be monitored for irregular patterns.

Please be advised that the decision regarding your account PLAYER1049301(smokace077@gmail.com) has been reconsidered by the Casino Risk Department. 

The decision was made regarding the payment of your winnings in the amount of 330000ARS to your USDT crypto wallet.

We ask you to confirm that the specified crypto wallet TVDBJxzc*********t67NxnGE88 belongs to you and you will be able to receive the payment of your winnings to it.

Due to the high risk of your repeated violation of our casino rules, your account PLAYER897266 remains closed and you are not allowed to play in our casino.

Best regards.

Smokace Casino Risk Department.

(Player's crypto wallet anonymized by Casino Guru Admin.)

Estimado casino smokace.

Esta es mi dirección crypto, Muchas gracias por su decisión. 

Thank you all for your responses.

Dear matias077, I am glad we could find a compromise with the Smokace Casino team to accommodate you. Please let me know when you receive your winnings so we can consider your complaint resolved.

Dear matias077,

Thank you for providing proof of wallet ownership. Within 10 business days the payment of the indicated amount will be made for you. As soon as the payment will be made we will notify you.

Best regards.

Smokace Casino Risk Department.

Dear matias077,

We would like to inform you that the payment for your account has been successfully made. Please confirm receipt of the funds.

Best regards.

Smokace Casino Risk Department.

Dear matias077,

Have you received your winnings? Can we consider your complaint resolved?

Buenas tardes.

Sí, tengo el dinero, muchas gracias a todos.

Great news, matias077. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru